Peran Kepuasan Pelanggan dalam Memediasi Kualitas Layanan Terhadap Loyalitas Pelanggan (Study Pada Larissa Aesthetic Center Ponorogo)

Silvia Nazihah, Salma and -, Prof. Dr. Anton Agus Setiawan, SE, M.Si, and -, Dr. Rini Kuswati, S.E., M.Si (2022) Peran Kepuasan Pelanggan dalam Memediasi Kualitas Layanan Terhadap Loyalitas Pelanggan (Study Pada Larissa Aesthetic Center Ponorogo). Thesis thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (666kB)
	PDF (Halaman Depan) Halaman Depan.pdf Download (911kB)
	PDF (Bab I) Bab I.pdf Download (149kB)
	PDF (Bab II) Bab II.pdf Restricted to Repository staff only Download (297kB) | Request a copy
	PDF (Bab III) Bab III.pdf Restricted to Repository staff only Download (178kB) | Request a copy
	PDF (Bab IV) Bab IV.pdf Restricted to Repository staff only Download (407kB) | Request a copy
	PDF (Bab V) Bab V.pdf Restricted to Repository staff only Download (89kB) | Request a copy
	PDF (Daftar Pustaka) Daftar Pustaka.pdf Download (198kB)
	PDF (Lampiran) Lampiran.pdf Restricted to Repository staff only Download (316kB) | Request a copy
	PDF (Surat Pernyataan Publikasi) Pernyataan Publikasi.pdf Restricted to Repository staff only Download (237kB) | Request a copy

Abstract

This study aims to analyze the influence of service quality on customer satisfaction and customer loyalty (Study at Larissa Aesthetis Center Ponorogo). The sample in this study amounted to 150 respondents who used the services of the Larissa Aesthetis Center Ponorogo by using a questionnaire for data collection. The sampling technique is the non-probability sampling method. The data analysis technique used SEM PLS analysis. The results of this study indicate that: 1) Service quality has a positive and significant effect on customer satisfaction. 2) Customer Satisfaction has a positive and significant effect on Customer Loyalty. 3) Service quality has a positive and significant effect on customer loyalty. 4) Customer satisfaction partially mediates customer loyalty through service quality.Keywords: Service Quality, Customer Satisfaction, and Customer Loyalty.

Item Type:	Thesis (Thesis)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, and Customer Loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Salma Silvia Nazihah
Date Deposited:	23 May 2022 01:41
Last Modified:	23 May 2022 01:41
URI:	http://eprints.ums.ac.id/id/eprint/100404

Actions (login required)

View Item